Service Desk Knowledge Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Knowledge Manager based in the United States.
This role owns and continuously improves knowledge resources supporting IT service desk teams, end users, and AI-powered tools.
You will manage knowledge content across multiple audiences and client environments, ensuring information is accurate, accessible, and actionable.
The position combines IT service management, knowledge management, content development, and emerging AI capabilities.
You will use ServiceNow as a primary knowledge repository while applying ITIL, KCS, and other industry best practices.
The role also offers opportunities to integrate knowledge content with automation initiatives and AI workflows.
Success requires strong communication, structured thinking, curiosity, and the ability to translate technical processes into practical guidance.
You will collaborate with global IT teams, stakeholders, and AI tool developers in a dynamic, continuously evolving environment.
Accountabilities
Own and manage knowledge bases supporting IT Service Desk teams, end users, self-service experiences, and AI tools and automation workflows.
Create, review, rewrite, organize, and maintain knowledge articles for different audiences, including Service Desk, end users, and Level 2/3 support teams.
Use ServiceNow as the primary knowledge repository while applying ITIL, KCS, and relevant knowledge management best practices.
Research knowledge requirements and identify opportunities to improve the availability, accuracy, usability, and consistency of support content.
Drive continual improvement initiatives that support both legacy IT support operations and emerging AI-enabled automation.
Collaborate with automation and AI tool developers to integrate knowledge resources into automated workflows and improve the effectiveness of AI-supported solutions.
Apply prompt engineering techniques and contribute to the effective use of generative AI within knowledge management activities.
Manage knowledge articles across multiple client environments and coordinate with internal and external ITIL support teams.
Generate knowledge-related reporting and communicate relevant findings, opportunities, and recommendations to stakeholders.
Proactively lead small projects and improvement initiatives focused on enhancing the end-user support experience.
Translate complex IT processes into clear, structured, and actionable documentation.
Maintain awareness of evolving technologies, support processes, client requirements, and opportunities for knowledge automation.
Support departmental objectives through proactive problem solving, process improvement, and cross-functional collaboration.
Bachelor’s degree in any field; an ITIL certification and practical knowledge-authoring experience are advantageous.
ITIL Foundation certification is required.
At least 2 years of IT Service Desk Level 1 experience is preferred.
Strong understanding of IT Service Desk Level 1 support processes and knowledge management practices.
Demonstrated ability to create, structure, edit, and rewrite technical content for different audiences and levels of technical expertise.
Strong written and verbal communication skills, with the ability to produce concise, accurate, and user-focused documentation.
Working knowledge of prompt engineering and the ability to use prompting techniques effectively.
Familiarity with AI tools, generative AI, automation, and emerging technology-enabled support models.
Ability to translate IT processes into effective knowledge articles for Service Desk, self-service, and Level 2/3 consumption.
Highly resourceful, proactive, self-driven, and comfortable taking ownership of improvement initiatives.
Strong curiosity and willingness to learn new technologies, systems, and client environments.
Basic project management skills and the ability to coordinate multiple activities and stakeholders.
Ability to collaborate effectively with globally distributed teams and communicate with technical and non-technical stakeholders.
Eligibility to obtain any required U.S. government authorizations if the role involves access to export-controlled commodities or technology.
Work arrangement: Fully remote position based in the United States.
Opportunity to work with IT service management, knowledge management, automation, and emerging AI technologies.
Exposure to global IT support teams, multiple client environments, and diverse technical workflows.
Opportunities to develop skills in ServiceNow, ITIL, KCS, prompt engineering, AI tools, and automation.
Collaborative environment with opportunities to contribute to process improvements and technology-driven initiatives.
Opportunities for professional growth through exposure to complex service management and AI-enabled support programs.
Equal opportunity workplace committed to providing an inclusive environment and reasonable accommodations for qualified applicants.